BI provides digital products to the construction industry. We work with some of the largest household names in the sector, providing industry-specific online training, a contract management system to support construction teams running multimillion-pound projects and the UK’s most popular construction contact management forum.
We have experienced year on year sustained growth and, with no sign of this slowing down, we are now looking for a Sales Operations Manager to join our growing team. This role will provide vital support to the sales team, particularly for our key account managers, ensuring we maximise the revenue from our existing customer base.
Key Responsibilities:
In this role you will be responsible for our contract renewals process, ensuring we maximise customer retention, run internal processes accurately and efficiently, and identify opportunities for upsell/cross sell where possible.
Specifically, this will include:
- Contacting customers ahead of renewal dates to agree their renewal package
- Ensuring renewal deals are finalised and ‘closed’ in advance of licences expiring
- Preparing accurate renewal quotes in our CRM system
- Recording all renewal data in the CRM, ensuring it is always up to date
- Obtaining POs / other customer documentation, checking for accuracy and omissions to ensure a smooth customer invoicing process
- Being the ongoing point of contact for customers for processing contract extensions / additional licences
- Liaising with our key account managers to assist with any complex renewal negotiations
- Identifying opportunities for ‘uplift’ renewals and supporting key account managers to secure the additional sale
- Reviewing month end reporting / tracking to ensure a high level of accuracy
- Contributing to sales forecasting process to ensure all renewal opportunities are assessed appropriately
- Contributing to strategic team plans with the aim of improving churn and expanding our footprint within our customer base.
- Ad hoc queries / reporting / projects as required to support a growing business
Required Experience/Skills
- Previous experience in a customer services role is essential
- A background in technology sales operations within the construction sector is desirable
- Experience within an administrative role is also desirable
- Experience of using a CRM system is an advantage
- Professional but friendly manner to liaise with customers
- Excellent written and verbal communication skills, with particularly strong phone etiquette
- Commitment to provide excellent customer service, together with an ability to ‘manage the customer’ to ensure BI’s processes are upheld
- Excellent attention to detail and a love of ‘getting it right’
- A self-starter comfortable working independently to manage the requirements of the role
- A good logical approach to problem solving
- Ability to manage and prioritise multiple tasks
- Resourcefulness and resilience to overcome the ambiguity and challenges that can come with working in a small, growing business
Package and Working Arrangements
- Full-time role based in our Bristol office (possibility to apply for flexible/remote working after 6 months)
- Salary £25k - £30k
- Pension – 3%
- 28 days’ holiday (+ bank holidays)
- Casual dress
- Regular company social events
